How do I remove myself from my "high touch" customer service business?

[jesse4171]

Tim-
I loved your book. Very inspirational and I've taken many of your concepts and put them into practice. Here's my big burning question:

I have several restaurants (and more on the horizon), as well as a wholesale business and online business, selling tea and "organic lifestyle" products. I'm out of the daily operations, having great managers run the "day to day." But, I find it is still necessary to be a consistent leader, present to inspire, lead, and help to grow the company.

Is your approach applicable in this kind of situation? Ie, especially in a "high-touch" customer service experience, which I designed and my managers carry out, there is still a need to constantly refine and improve the business--and it just doesn't seem feasible to take off for 6 months and let it ride. If I did, how would the business continue to grow, if I am the primary visionary and energy and force behind it?

Thanks in advance,

jesse

[micah7]

I think, well i hope this helps...

Have you began to train someone to replace you?

In most cases with hands on businesses, a lot of people make the mistake of not training a replacement. I have a friend who is now unemployed because his father sold the two Dunkin Donut shops that they owned because my friend didn't know how to manage it and to be honest didn't really care (he basically ran it to the ground).

It's not solely his fault but his father never took the time to actually train him and teach the business to him.

Train a replacement, someone you are confident in to run your business, someone that can run it without you being there. If you are a hands on person, then this may be pretty difficult. I think if you train your replacement to be a consistent leader, present to inspire, lead, and help to grow the company then you will be able to slowly remove yourself from the day to day or the leadership role, and soley become the owner (who pops up from time to time to check everything out).

I hope this helps...

[AntonTheKhan]

Tim-
I loved your book. Very inspirational and I've taken many of your concepts and put them into practice. Here's my big burning question:

I have several restaurants (and more on the horizon), as well as a wholesale business and online business, selling tea and "organic lifestyle" products. I'm out of the daily operations, having great managers run the "day to day." But, I find it is still necessary to be a consistent leader, present to inspire, lead, and help to grow the company.

Is your approach applicable in this kind of situation? Ie, especially in a "high-touch" customer service experience, which I designed and my managers carry out, there is still a need to constantly refine and improve the business--and it just doesn't seem feasible to take off for 6 months and let it ride. If I did, how would the business continue to grow, if I am the primary visionary and energy and force behind it?

Thanks in advance,

jesse

I got few words for you. VIDEO LINK. You can do it across the world. Still have to put in the time, but honestly you can't outsource your leadership, lol. Set a great webcam and have monthly meetings with your heads to discuss direction.

[kamakiri]

I also own a small pizza chain here in Japan. It is neigh impossible to get away from the day to day business. A few people I know have done this, but they are by far the minority. A good friend of mine has a pizza shop in Singapore and owns a house a few hours away from me (in Japan). He has a great manager who has been with him for 21 years who takes care of almost everything. The bills are fed-exed at the end of the month, and he sends off another fed-ex package of checks on the 20th. He is in Singapore once every two months to check on things.

He does take advantage of email and skype to keep in contact. The only way to get away is to have a strong person to take your place. I tried it a few years ago, and sales suffered. I finally came to the realization that I was never going to get away at this rate, and sold off my Irish pub and 3 pizza shops. It was one of the best decisions I have ever made.

If you continue to expand your company, you will never get away. Restaurant openings are hard and as the owner you really should be there. Some of the tools that I have used to 'Train Down River' are leadership training resources, like Dale Carnegie's books and classes and Stephen Covey's books. Putting together an 8 week personal building plan for your management staff will not only help overall moral, it will make them better leaders and more effective managers.

[Mike Rhodes]

kamakiri - there's a muse in there dying to get out

how many pizza shop owners (& other types of restaurants) are there in the world that would pay for your advice/story/how-to

could be an information product......?

mike

[Sven]

I once read a story about a guy with a very succesfull chain of something (sorry that I can't be more specific). Even after his death workers felt his presence around the work place, in a very warm, friendly way.

I guess that if your able to this level of virtual presence that you can stay away. Of course I don't mean by dying on us.

This probably need a subtle combination of being there and letting go. Support and figure it out your self.

Nice challenge!
Sven

[kamakiri]

Mike - Thanks for the encouragement. I haven't yet turned pizza into a muse, but I did take my experience and turn it into a small public speaking 'hobby'. It is not something that will get me away from work, but looking at Tim's blog, it is something he seems to do a lot of. I don't have any speaking engagements at Princeton...yet, but at $500 an hour it is nothing to scoff at.

There is already a guy running a pizza muse, if you are interested. www.profitwithpizza.com I did pay $375 for his book, and it was well worth it. He has taken the idea into a marketing company that really hits the competition hard.

[JET]

Hi (as does Tim in FHWW) HIGHLY recommend the book E-Myth by Michael Gerber. I too own 3 restaurants and wouldn't be in business (or sane) without this book. In fact, believe it or not, I'm only at my restaurants about 5 hours per month.

I no longer enjoy the business, but it's hard to find something else that I enjoy and can make similar income....and restaurants aren't easy to sell especially in this economy.

[chris.wright.martell]

Jesse,

The other thing to add into the mix is to inspire the managers below you--if you are the one with the vision, then give them a look at what you see!

Take the managers aside (either literally or figuratively) and let them see the company as you see it. Paint for them the glory that you see them able to achieve. Let them feel like it's not just you at the top--it's a team made up of the managers and you. Give them the authority and the desire to make your company go where you see it going.

I realize this might sound goofy to some, but it really works. If you can share with them your vision, and your passion for that vision, then you will be more comfortable with leaving things in their hands.

~Chris

[Psytherium]

I also own a small pizza chain here in Japan. It is neigh impossible to get away from the day to day business. A few people I know have done this, but they are by far the minority. A good friend of mine has a pizza shop in Singapore and owns a house a few hours away from me (in Japan). He has a great manager who has been with him for 21 years who takes care of almost everything. The bills are fed-exed at the end of the month, and he sends off another fed-ex package of checks on the 20th. He is in Singapore once every two months to check on things.

He does take advantage of email and skype to keep in contact. The only way to get away is to have a strong person to take your place. I tried it a few years ago, and sales suffered. I finally came to the realization that I was never going to get away at this rate, and sold off my Irish pub and 3 pizza shops. It was one of the best decisions I have ever made.

If you continue to expand your company, you will never get away. Restaurant openings are hard and as the owner you really should be there. Some of the tools that I have used to 'Train Down River' are leadership training resources, like Dale Carnegie's books and classes and Stephen Covey's books. Putting together an 8 week personal building plan for your management staff will not only help overall moral, it will make them better leaders and more effective managers.

Random story: I was in Tokyo this past St. Patty's Day and it's insane how crazy an Irish Pub can get no matter where you are. I was also surprised at how many Irish people I ran in to. Good times.

[Kiri]

What would you do if you were sick and unable to work? I think that could give you a pretty good starting point.

[kamakiri]

Random story: I was in Tokyo this past St. Patty's ... I was also surprised at how many Irish people I ran in to. Good times.

Everyone is Irish on St. Patrick's Day.

And another bit o' advice: You can always quit your job.